June 21, 200916 yr Greetings All,We are trying to stabilize a new queue introduced to us by our client. Its an e-mail tech support (personal computers) queue. Its been launched a couple of months now however the performances of the teams are of real concern. They have achieved targets of CSat/First time resolution at times but consistency is not there AT ALL. There are Floor supports/SMEs to the ratio of 5:1. It would be very helpful if you can provide me insight on the areas where we can focus/organize and even potential lean project opportunities. Thanks and regards,A Shome.
June 27, 200916 yr Dear Arijit Shome,It seems you are trained on lean. You need to look for presence of any or combination of the seven wastes and attack them systematically. For advanced aspects of simulation and queuing theory, you can go through MBB program which requires Lean and Black Belt as pre-requisites.Regards,VK
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